is there a service level for ticket status?

Service Hub Tips, Tricks & Best Practices
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1

will like to get a service level for each ticket status. for example if the “NEW” tkt was answered within service level before moving to “WAITING ON COUSTOMER”

2

Hi @5551ok,

This can be achieved with SLAs in the inbox: Set SLAs in the inbox

Have a look and let me know if you have any follow-up questions!

3

hi @karstenkoehler ,

wouldnt this just give me SL for tkt overall and not for each individual status?

thanks,

4

@5551ok this would be for “Time to first reply” or “Time to close”, you would have to configure your statuses accordingly, yes.

5

@karstenkoehler how exactly would i go about configuring this? is it something even possible, i couldnt find a kbase article on this?

Thanks

6

@5551ok have you reviewed this knowledge base article I shared? Set SLAs in the inbox

This has step by step instructions. If you’re getting stuck, can you let me know at which point?